Also includes engagement. Gets back to the nature of a conversation. Does it engage, promote understanding, remember past interactions, help? All those lead to a minimum amount of empathy. If a conversation does not have those, it can't get much further. Human-like is fine, once you get past helping.
AI Challenge: Achieving Artificial Empathy
As AI is woven deeper into different types of software and business processes, the success of it, particularly from customer experience and personalization standpoints, depends on its ability to recognize emotion and act accordingly. Will machines be able to achieve artificial empathy? Have they already? Following are some of the challenges and opportunities.
Businesses of all kinds are investing in AI to improve operations and customer experience. However, as the average person experiences on a daily basis, interacting with machines can be frustrating when they're incapable of understanding emotions.
For one thing, humans don't always communicate clearly with machines, and vice versa. The inefficiencies caused by such miscommunications tend to frustrate end users. Even more unsettling in such scenarios is the failure of the system to recognize emotion and adapt.
To facilitate more effective human-to-machine interactions, artificial intelligence systems need to become more human-like, and to do that, they need the ability to understand emotional states and act accordingly. .... "
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